TRAVEL CONCIERGE

ABOUT VIKING
Viking (NYSE: VIK) was founded in 1997 and provides destination-focused journeys on rivers, oceans and lakes around the world. Designed for curious travelers with interests in science, history, culture and cuisine, Chairman and CEO Torstein Hagen often says Viking offers experiences for The Thinking Person™.
Viking has more than 450 awards to its name, including being rated #1 for Rivers, #1 for Oceans and #1 for Expeditions by Condé Nast Traveler in the 2023 and 2024 Readers’ Choice Awards. Viking is also rated a “World’s Best” for rivers, oceans and expeditions by Travel + Leisure. No other travel company has simultaneously received the same honors by both publications.

TRAVEL CONCIERGE

PURPOSE OF POSITION
You ensure fullest guest satisfaction, guide and accompany our guests on multi-day tours, you are acting as a translator during the excursions, manage arrangements and services, coordinate excursion activities, provide relevant information and in-depth knowledge of the destinations and organization of the program in accordance with the Viking China Outbound Standards.

YOUR RESPONSIBILITIES / TASKS / DUTIES
This document is not a definite overview of the expected responsibilities, tasks and duties. Items can be added in the future depending on the final departmental development. The holder of this statement can be asked to take on other tasks in addition of the ones stated on the paper.

ASSIGNMENTS/RESPONSIBILITIES
Onboard Duties 

• Organization of arrivals and transfer to the Hotel and Vessel
• Ensuring smooth operation of transfers (transfer / luggage / times) 
• Assistance to guests with lost luggage 
• Assisting with guests at airport 
• Organizing guest information documents (city maps/ brochures / handouts, questionnaires) 
• Desk hours in accordance with the cruise layout 
• Assisting at Guest Services Desk on rotating schedule (may include night shifts)  
• Responsible for providing relevant information about the tour, daily briefing and local, cultural and historic commentary on the coach
• Offer advice on food/restaurants, shopping, and activities during free time 
• Receipt and handling of guest complaints & private guest excursions 
• Liaising with Lead Travel Concierge to inform about special guest needs and communicate estimated arrival time and check actual docking location 
• Actively participate/ organize entertainment events under LTC supervision 

Shore excursion 

• Coordination of all excursions including guiding guests in designated cities and providing the guests with historically enriching information 
• Translating Local Guides and accompanying all excursions 
• Controlling and monitoring of implementation and quality of the excursions

KPI PERFORMANCE 

• Achieve/succeed the financial and quality KPI goals for the travel concierges
• Strong motivation to achieve the company goals and objectives
• Liaise with LTC concerning KPI cruise results, make suggestions for improvement within the Travel Concierge service areas and work in close relationship with all departments
• In collaboration with the Lead Travel Concierge, sets stretch goals, and other goals & objectives in relation with the given company plan and makes recommendations how to achieve these goals.

SECURITY

• Full knowledge about safety & security procedures
• Participations in all training concerning safety & security, fire prevention, evacuation exercises as required by the company 
• Is able to raise the internal alarms correctly

DUTIES 

• The holder of the position undertakes not to pass over the company’s information, manuals, information on business developments and EDP data to any third party or publicize or retain same for personal use after leaving the job
• The company reserves the right to demand compensation for damages in the event of a breach of this instruction and take legal action against the staff
• Conduct and appearance in accordance with the rules and regulations of Viking China Outbound

QUALIFICATION PROFILE 

• Graduated education within hotel / tourism industry 
• Min. 2 years professional experience in a management position / tour guidance 
• International experience / experience on cruise ships is an asset 
• Excellent Mandarin and English skills, other foreign languages are an asset e.g. German or French
• Service oriented and guest focused
• Ability to work independently 
• Excellent management, organizational and communication skills
• Positive personality, friendly and neat appearance
• Experience in public speaking and giving presentations
• Stress resistance, flexible, problem-solving skills

GUIDELINES AND REGULATIONS 

• Implement SOP policies, procedures, standards, as laid out by the management
• Ensure appropriate appearance and clothing according to the updated grooming standards
• Deputize the Lead Travel Concierge when required / appointed
• The company reserves the right to change/extend this job description if necessary at any point of time during her/his employment

DOCUMENTATIONS

• Job Description
• Contract
• Company Rules and Regulations
• Onboard ABC 
• Viking College 
• Uniform Regulation
• Lead Travel Concierge Manual
• Operation Manuals